What skills should I look for when hiring a freelance customer support representative on Contra?
Look for skills like communication, patience, and problem-solving. They should know how to use chat systems, emails, or social media tools. Experience with customer support software like Zendesk is a plus.
How can I ensure the customer support freelancer understands my product or service?
Provide them with plenty of resources to learn about your product. Share product manuals, videos, or guides. Arrange a meeting to discuss in detail what your company does.
What should be included in the service agreement for a freelance customer support representative?
Make sure to include the hours they will work, like weekdays or weekends. Specify the tasks they need to do, like answering emails or chats. Agree on tools they will use, like your preferred helpdesk software.
How can I evaluate a customer support freelancer’s performance?
Set clear goals, like how many customer queries they should answer in a day. Use feedback from customers to see how well they are doing. Regularly review their work for speed and accuracy.
What’s the best way to communicate with a freelance customer support representative?
Use tools like emails, instant messaging, or video calls. Discuss and decide on the best way and time for both of you. Regular communication keeps everyone on the same page.
How can I ensure smooth onboarding for a freelance customer support representative?
Prepare an onboarding checklist with steps like software setup and training. Schedule meetings to introduce them to your team. Provide access to resources they might need, like passwords or files.
What deliverables should I expect from a freelance customer support representative?
Expect regular updates on customer queries, like daily or weekly reports. They should log all interactions with customers for record-keeping. Set goals for response times and problem resolution.
How should I handle training for new customer support freelancers?
Create training materials or videos they can watch. Pair them with a seasoned team member as a mentor. Test their knowledge with scenarios they might face while supporting customers.
How can I ensure the freelance customer support representative adheres to my company’s policies?
Provide them with a clear handbook or document of your policies. Discuss these policies and answer any questions during onboarding. Regularly remind them of these policies as part of their training.
What should I do to get a customer support project started smoothly on Contra?
Set up a kickoff meeting to discuss project goals. Ensure all tools and systems are ready for the freelancer. Agree on a timeline with milestones to keep track of progress.
Who is Contra for?
Contra is designed for both freelancers (referred to as "independents") and clients. Freelancers can showcase their work, connect with clients, and manage projects commission-free. Clients can discover and hire top freelance talent for their projects.
What is the vision of Contra?
Contra aims to revolutionize the world of work by providing an all-in-one platform that empowers freelancers and clients to connect and collaborate seamlessly, eliminating traditional barriers and commission fees.
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